Client Care Banker Job Elk City area,Oklahoma USA,Finance & Banking

Job Details:

Job Location:

Administration
- Elk City
- Elk City, OK 73644, Position Summary

The Client Care Banker serves as a frontline banking professional within Great Plains Bank's Client Care Group. This role delivers branch-quality service through phone and digital channels, ensuring clients receive consistent, professional, and relationship-centered support regardless of location.

The Client Care Banker is a banking role delivered through centralized service channels, with accountability for both client experience and relationship outcomes. Client Care Bankers manage incoming client needs while maintaining ownership of client outcomes from beginning to end. This position requires strong problem-solving skills, sound banking judgment, attention to detail, and the ability to navigate multiple systems and competing priorities in a fast-paced environment.

Client Care Bankers work closely with branch teams and internal departments to resolve client needs, reduce unnecessary handoffs, and deliver a consistent "one bank" experience.

Key Performance Objectives

1. Resolve Client Needs with Ownership
Within the first 90 days, independently resolve the majority of client service requests on first contact by effectively using available resources, exercising sound judgment, documenting actions appropriately, and escalating when necessary.

2. Deliver Branch-Equivalent Service
Within six months, consistently provide service quality comparable to an in-branch banker, as demonstrated through client experience, quality reviews, documentation accuracy, and feedback from branch and internal partners.

3. Exercise Sound Banking Judgment
Consistently demonstrate reliable decision-making when handling account servicing, exceptions, potential fraud or security concerns, and complex client requests, including during periods of high volume or competing priorities.

4. Strengthen Branch and Internal Partnerships
Develop strong working relationships with branch teams and internal departments to resolve client needs efficiently, reduce unnecessary transfers and back-and-forth, and provide a seamless client experience across channels.

5. Balance Productivity with Client Care
Meet established service-level, productivity, quality, and accuracy standards while maintaining professionalism, empathy, and composure in every client interaction.

6. Grow Capability Over Time
Within the first year, expand product, system, and service knowledge to handle increasingly complex client needs with greater independence and contribute to the overall effectiveness of the Client Care Group.

Primary Responsibilities

Manage incoming client needs through phone, email, and digital channels in accordance with established service-level standards.
Own client requests through resolution, including account servicing, research, troubleshooting, follow-up, documentation, and coordination with branches or internal departments when necessary.
Open and service eligible deposit accounts and related banking products within assigned authority and established procedures.
Support clients with debit cards, online banking, mobile banking, account access, and other digital banking services.
Authenticate clients, safeguard confidential information, and identify and appropriately respond to potential fraud, security, risk, or compliance concerns.
Accurately document client interactions, research, actions taken, and resolutions.
Manage multiple client requests, systems, applications, and priorities while maintaining accuracy, professionalism, and service quality.
Identify opportunities to educate clients about bank products, services, and capabilities that may appropriately meet their banking needs.
Adhere to all applicable bank policies, procedures, regulatory requirements, and established controls.

Qualifications:

Required Qualifications

High school diploma or equivalent.
Two years of banking, financial services, customer service, or similar professional experience.
Strong problem-solving skills and the ability to exercise sound judgment within established policies and procedures.
Professional verbal and written communication skills.
Strong attention to detail, accuracy, organization, and follow-through.
Ability to organize work and remain effective while managing competing priorities.
Ability and willingness to learn and navigate multiple banking systems, applications, products, and procedures.
Ability to work effectively both independently and as part of a team.

Preferred Qualifications

Previous experience as a Teller,…